{"took":100,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":10,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"8772019","_score":23.774162,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I started doing flagger work for a local sub-contractor who gave me a Wisely prepaid card into which we would receive our paychecks. We were given sealed envelopes and told not to open them until our payday. \n\nI went over the fine print and the wording of two of papers make it certainly seem like I could do ACH payments through my Wisely account. It also said I could do debit transfers as well, so if you can do debit, why not ACH as well? \n\nWell, I tried using Wisely to pay my credit card bill and it didn't go through. My credit card company gave me a XXXX $ bounced check fee. I asked Wisely to contact my credit card company to let them know what happened or reimburse me, to which they declined. \n\n\nI called Wisely and they said I needed to get an \" upgrade '' for my card and said it was free. I asked why not just send all cards out with this upgrade? Never got a straight answer. \n\nThe issue here is simple, the paperwork specifically lists \" pay bills '' as being a part of the services of the prepaid card given to us. The lists of Fees also includes pay bills and it says there is no fee for using the card to pay bills. \n\nThe fine print that also came with the prepaid card has a sub-section specifically for ACH transactions, and it says that Wisely can do ACH transactions for this account, no mention of an upgrade or anything like that. \n\nThere's also a section for failure to complete transaction, and Wisely says it can be liable if they fail to complete a transaction provided there is sufficient funds. Yet, there doesn't seem to be a clear indication of how to go about acting upon that? Apparently, arbitration is the only method listed, for a XXXX $ fee!? \n\nWisely sends out prepaid cards with online accounts that look and feel like bank accounts, complete with routing numbers and everything. But there are requirements they don't tell you about and when you contact their customer service, they give answers which seem to contradict what the paperwork says. The customer service rep I spoke with said that Wisely doesn't do ACH without an upgrade, but I didn't see anything about that in the ACH section.\n\nThere are other parts of the paperwork that mention a need for identify confirmation for other services but none of that mentions ACH transfers? And a plain reading of the paperwork very much gives the impression that the Wisely prepaid card can already do debit/ACH transactions online as-is. \n\nI asked the customer service rep why they do it this way, it's like they want people to fall into this trap. They didn't answer. \n\nWisely sends out prepaid cards with vague wording and vague features, hiding behind dense legalese fine-print. Surely, it would be easier and better for everyone if they just came out with a list of all the features that are or are not included with the prepaid cards as-is?","date_sent_to_company":"2024-04-16T05:04:19.000Z","issue":"Confusing or missing disclosures","sub_product":"Mobile or digital wallet","zip_code":"179XX","tags":null,"has_narrative":true,"complaint_id":"8772019","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2024-04-16T04:31:33.000Z","state":"PA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Wisely sends out <em>prepaid</em> cards with vague wording and vague <em>features</em>, hiding behind dense legalese fine-print. Surely, it would be easier and better for everyone if they just came out with a list of all the <em>features</em> that are or are not included with the <em>prepaid</em> cards as-is?"]},"sort":[23.774162,"8772019"]},{"_index":"complaint-public-v1","_id":"7176666","_score":23.747065,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"This is a follow-up to my original complaint filed on XX/XX/2023 as follows : COMPLAINT ID XXXX SUBMITTED ON XX/XX/2023 PRODUCT Credit card or prepaid card ISSUE Other features, terms, or problems As I indicated in my feedback to this complaint, the answer provided by Truist was ludicrous and totally unacceptable. As a result, I used figures from their website for all my credit card statements since inception and the FACT is that they still owe me {$220.00} for rewards earned, but unpaid by them. This was NOT a system error, as indicated by my detailed breakdown of charges and rewards owed at 1 %. ( SEE ATTACHED DETAILED BREAKDOWN )","date_sent_to_company":"2023-06-27T19:32:13.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"32792","tags":"Older American","has_narrative":true,"complaint_id":"7176666","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2023-06-27T19:17:35.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Didn't receive advertised or promotional terms"},"highlight":{"complaint_what_happened":["This is a follow-up to my original complaint filed on XX/XX/2023 as follows : COMPLAINT ID XXXX SUBMITTED ON XX/XX/2023 PRODUCT <em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em> ISSUE <em>Other</em> <em>features</em>, terms, or problems As I indicated in my feedback to this complaint, the answer provided by Truist was ludicrous and totally unacceptable."],"product":["<em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or charge <em>card</em>"]},"sort":[23.747065,"7176666"]},{"_index":"complaint-public-v1","_id":"2664180","_score":18.032547,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Hi, I signed up for the US Bank XXXX XXXX credit card. One of the features of the card is that it earns 2 extra points per dollar on mobile wallet purchases, such as XXXX XXXX, XXXX XXXX, or XXXX XXXX.\nMy account was closed because I \" abused '' the 2 extra points per dollar use by purchasing gift cards via XXXX XXXX. I spent about 400-600 dollars per month on gift cards on XXXX XXXX, and about 100-200 dollars per month on other purchases using XXXX XXXX  totaling about 1,000-1,600 extra points per month. This equates to roughly $ 10- {$16.00} per month. For a credit card with a {$400.00} annual fee, I believe that this is not a significant amount, similar in spending that I do with other credit cards that give extra bonus points for gas or restaurant spending.\nFurthermore, the use of XXXX XXXX to purchase store gift cards is not explicitly disallowed in the terms and conditions. The terms and conditions ( XXXX XXXX XXXX ) state that \" Qualifying purchases do not include Convenience Checks, Advances ( including, but not limited to, wire transfers, travelers checks, money orders, foreign cash transactions, betting transactions, lottery tickets and ATM disbursements ), Balance Transfers, Interest Charges and Fees, credit insurance charges, transactions to fund certain prepaid card products, U.S. Mint purchases, or transactions to purchase cash convertible items. '' I believe that US Bank thought that my gift cards were cash convertible items. However, they were gift cards on sale that I purchased to obtain a discount on future purchases that I would already make or give to others as a gift ( pay {$20.00} for {$25.00} XXXX XXXX gift card, for example ).\nMy online account is closed off to me so I can not attach any documents or statements at the time.","date_sent_to_company":"2017-09-08T22:49:40.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"90660","tags":null,"has_narrative":true,"complaint_id":"2664180","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2017-09-08T21:52:46.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["Hi, I signed up for the US Bank XXXX XXXX <em>credit</em> <em>card</em>. One of the <em>features</em> of the <em>card</em> is that it earns 2 extra points per dollar on mobile wallet purchases, such as XXXX XXXX, XXXX XXXX, or XXXX XXXX.\nMy account was closed because I \" abused '' the 2 extra points per dollar use by purchasing gift cards via XXXX XXXX."],"product":["<em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or charge <em>card</em>"]},"sort":[18.032547,"2664180"]},{"_index":"complaint-public-v1","_id":"2554373","_score":14.640264,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Advertised that 0 % on purchases for 18 months. Got card and called to activate and confirmed due date to pay off. Said do not have offer. Offer is still online. Cancelled card and supervisor said no longer available but offer is still online. They are connecting with advertising dept. The card is Wells Fargo Plantinum Visa. Please look into this false advertising, bait and switch by Wells Fargo and refusal to honor their current online promotion. Wells Fargo logo Wells Fargo logo Wells Fargo Platinum Visatrademark Card Apply for one of our lowest introductory APR cards and take control of your credit health with us. Home Wells Fargo Platinum Visatrademark Card Wells Fargo PLATINUM card Save with our Lowest Intro APR 0 % Intro APR for 18 months on purchases and balance transfers. After that your variable APR will be 16.15 % to 25.99 %. Balance transfer fees apply. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Excellent For : LOW INTRO APR BALANCE TRANSFERS NO ANNUAL FEE opens in overlaySee Terms & Conditions Apply Now button Card Features Percent icon Lowest Intro APR for 18 months on purchases Balance transfer icon Lowest Intro APR for 18 months on balance transfers No Fee icon {$0.00} Annual Feeopens in overlay See Terms & Conditionsopens in overlay Additional Features Free Access to Your XXXXtrademark Credit Score Find out where you stand when it comes to your credit. Get free access to your XXXXtrademark Score and more through Wells Fargo Onlinetrademark.1 XXXX ( Registered Trademark ) Score report example XXXX ( Registered Trademark ) Score report example Cell Phone Protection When you pay your monthly cell phone bill with your eligible Wells Fargo consumer credit card, youll get up to {$600.00} of protection ( subject to {$25.00} deductible ) against covered damage or theft.2 Cell phone with broken screen Cell phone with broken screen check mark icon My Money Map Make smarter decisions about your financial future with easy-to-use tools that help you create a budget and manage your spending. check mark icon Chip Technology For better protection against fraud when used at a chip-enabled terminal. check mark icon Rapid Alerts Monitor your spending, purchases and any suspicious activity with fast text and email alerts and notifications.3 Other  Cards That Might Interest You Previous Next CASH REWARDS Wells Fargo CASH WISE card Wells Fargo Cash Wise Visatrademark Card EVERYDAY REWARDS Wells Fargo PROPEL card Wells Fargo Propel XXXX XXXX Card Please note that the offers displayed on this page may differ from offers you may have received from Wells Fargo . Please refer to your offer specific disclosures for more details. Credit card subject to credit qualification. Generally, we will apply your minimum payment first to lower APR balances ( such as Purchases ) before balances with higher APRs ( such as Cash Advances ). You must be a citizen or a permanent resident alien of the U.S. to qualify for this credit card. Nonresident aliens may want to consider applying for a secured credit card by visiting https : //www.wellsfargo.com/XXXX. 1. You must be an account holder of a Wells Fargo consumer credit product with a XXXXtrademark Score on record. Important : There are many factors that Wells Fargo looks at to determine your credit options, therefore a specific XXXXtrademark Score or Wells Fargo credit rating does not necessarily guarantee a better loan rate, approval of a loan or an automatic upgrade on a credit card. XXXX is a registered trademark of XXXX XXXX XXXX in the United States and other countries. Your mobile carrier 's rates may apply. 2. Cellular Telephone Protection can reimburse the eligible Wells Fargo Consumer credit card cardholder for damage to or theft of a cellular wireless telephone. Eligible Cellular Wireless Telephones are limited to the primary line and up to the first three additional lines as listed on your provider 's monthly statement. Cellular Telephone Protection is subject to a {$25.00} deductible per claim and a maximum of 2 claims per 12 month period. The maximum benefit limit is {$600.00} per occurrence and {$1200.00} per 12 month period. You will receive no more than the value of the original phone or a replacement phone with similar features and functionality, less a {$25.00} deductible. This benefit does not cover cellular telephones that are lost. This protection is only available when cell phone bills are paid from your Wells Fargo Consumer Credit Card. The coverage does not apply if the cell phone bill is paid from a Wells Fargo Debit Card, Wells Fargo Business Credit Card, or from the card that is linked to a Line of Credit. Coverage does not apply to cell phones that are rented, borrowed, or received as part of a prepaid plan. Electronic failure or issues related to the software of the device are not covered. Cellular telephone protection coverage begins the first day of the calendar month following your first cellular telephone billing on your Wells Fargo Consumer Credit Card, and remains in effect when you continue to charge your total monthly cellular telephone bill to your Wells Fargo Consumer Credit Card. This protection may not be equivalent to or better than other applicable coverage you may have presently or in the future, such as your homeowner 's or automobile insurance policies, or through a plan provided through the seller of the telephone. For complete coverage benefits and exclusions regarding this protection call XXXX, 24 hours a day, seven days a week, or read all the coverage benefits and exclusions within the PDF document provided ( PDF ). Note : Call your cellular provider ( or log on to their website ) and request to set up automatic payments. Setting up automatic payments is not required to qualify for this cellular telephone protection benefit ; however, you need to pay your monthly cellular telephone bill with your eligible Wells Fargo Consumer Credit Card to get up to {$600.00} protection. Deposit products offered by Wells Fargo Bank, N.A. Member FDIC. 3. Your mobile carriers message and data rates may apply. Copyright XX/XX/XXXX-XX/XX/XXXX Wells Fargo Bank, N.A. All Rights Reserved Wells Fargo PLATINUM card","date_sent_to_company":"2017-06-20T19:41:19.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"913XX","tags":"Older American","has_narrative":true,"complaint_id":"2554373","timely":"No","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2017-06-20T19:31:04.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Didn't receive advertised or promotional terms"},"highlight":{"complaint_what_happened":["The coverage does not apply if the cell phone bill is paid from a Wells Fargo Debit <em>Card</em>, Wells Fargo Business <em>Credit</em> <em>Card</em>, or from the <em>card</em> that is linked to a Line of <em>Credit</em>. Coverage does not apply to cell phones that are rented, borrowed, or received as part of a <em>prepaid</em> plan. Electronic failure or issues related to the software of the device are not covered."],"product":["<em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or charge <em>card</em>"]},"sort":[14.640264,"2554373"]},{"_index":"complaint-public-v1","_id":"8579600","_score":11.81431,"_source":{"product":"Checking or savings account","complaint_what_happened":"I had my taxes deposited into my credit karma spend account. The day before the deposit my phone was shattered. So I had to get another device. \nI downloaded Credit Karma, and verified who I was, and for the most part, Im able to access Credit Karmas features I can change my number, and view all my credit information, but I am not able to access my spend account information. I should have money in my account, and I dont, and I need to check my transactions. \n\nSo I have spent every day for the past few weeks on the phone with Credit Karma. They have made me upload documents to verify my identity over 10 times. Every response I get via email is from a different person with the same generic greeting.\n\nI finally reached a representative the other day, who told me that there was nothing that they could do. They were not going to give me access to my account for security purposes, because I dont have a phone number with a major carrier. I have a XXXX  number, which is assigned to me I bought it But Despite all my verification, or the reason why I need to get into my account, which is honestly irrelevant because its my account and my money they dont accept VOIP numbers/prepaid numbers etc. \n\nI am very low income and I dont have {$160.00} a month to pay for a major carrier. But I still tried to humor credit karma, and I tried to get phone service through XXXX XXXX XXXX. \n( this is part of the reason why I need to check my transactions- Im now out of {$400.00} & after XXXX canceled orders from XXXX XXXX XXXX I still dont have a phone or the refunds. And XXXX XXXX XXXX is requiring that I send them proof that the refunds have not come in, but I cant do that because I cant access my transactions ) So I asked credit karma to let me speak with a supervisor, it was the same representative that I have been speaking with who got on the phone, and presented himself as a supervisor, and again told me that, until I have a landline or cellular service through a major carrier I was out of luck And could not access my transactions, then proceeded to tell me if I had a physical card that I can access the funds But I dont have a physical card and I can not re-order one until I get an expensive phone to receive their verification code. I asked if they could just send the code to my email they refused. \nXXXX has allowed me to update my number to the number I have now. I dont understand why credit karma wont allow me to use my number. The number they have listed I have not had access to since XX/XX/2023. \n\nDefinitely not a good business move. Theyre trying to protect my identity for security purposes, but whenever Im telling them that the money should be in there, and its not, plus verify my identity, 1000 times, and spending more time that I care to met on the phone with them trying to get this resolved With absolutely no luck is not making me want to do business with them ever again. Demanding I use a major carrier, as a requirement to access my own money is outlandish and wrong.","date_sent_to_company":"2024-03-19T15:01:51.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"30141","tags":null,"has_narrative":true,"complaint_id":"8579600","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Credit Karma, LLC","date_received":"2024-03-19T14:31:26.000Z","state":"GA","company_public_response":null,"sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["I had my taxes deposited into my <em>credit</em> karma spend account. The day before the deposit my phone was shattered. So I had to get another device. \nI downloaded <em>Credit</em> Karma, and verified who I was, and for the most part, Im able to access <em>Credit</em> Karmas <em>features</em> I can change my number, and view all my <em>credit</em> information, but I am not able to access my spend account information. I should have money in my account, and I dont, and I need to check my transactions."],"company":["<em>Credit</em> Karma, LLC"]},"sort":[11.81431,"8579600"]},{"_index":"complaint-public-v1","_id":"8437133","_score":11.423053,"_source":{"product":"Prepaid card","complaint_what_happened":"I have received your initial response to confirm that I did in fact file the complaint with the CFPB and, YES, I XXXX XXXX did file a complaint regarding the issues and circumstances that are mentioned. \n\nThe claims were not given a proper investigation and definitely can not be called \" Reasonable effort ''. The claims department obviously is still using the Automated Fraud Filter that was found to by the CFPB to be an \" unfair act or practice '' and is a violation of Sections 1031 and 1036 of the Consumer Financial Protection Act of 2010 ( CFPA ), 12 U S.C. Subsection 553 ( a ) and ( c ), 5536 ( a ) ( 1 ) ( B ) ; ( 2 ) Bank of America Claims Department FAILED to conduct reasonable investigations of my XXXX XXXX benefit prepaid card claim and the Notice of Error is in violation of Sections 908 and 909 of the Electronic Funds Transfer Act ( EFTAO ), 15 U.S.C. 1693f and Section 1005.11 of Regulation E. The practices used to determine the validity of my claims which was deemed an \" Abusive Act ''.\n\nThe reason I was unable to advise Bank of America sooner is due to the fact I was impeded by being given untrue information regarding my account status and it took over a XXXX XXXX XXXX to finally gain access to my account after physically going into the local branch to verify my identity not XXXX  or XXXX  but on XXXX separate occasions and XXXX of those visits were on the SAME DAY! At that point I learned of the status of my account and filed my claim immediately after my review of the transactions. This Impediment is in violation of Sections 1031 and 1036 of the CFPA, 12 U S.C. Subsection 5531 ( a ) and ( c ), 5536 ( a ) ( 1 ) ( B ).\n\nAs a \" Affected Consumer \" I fall under the protections of the ORDER that was executed on XX/XX/XXXX by the CFPB that has jurisdiction over this matter under Sections 1053 and 1055 of the CFPA, 12 U.S.C. Subsection 5563, and Section 918 ( a ) ( 5 ) of EFTA, 15 U.S.C. Subsection 1693o ( a ) ( 5 ). Due to the fact my account was froze or blocked.\n\nThe consequential harm I have suffered due to the incorrect determination that no errors had occurred based solely on the results of Bank of Americas Fraud Filter. I am certain that the Error Resolution Investigation procedures and practices REQUIRED of financial institutions as described in 12 C.F.R. Subsection 1005.11 were not followed in accordance with that policy. As it is the duty of this financial institution to investigate unauthorized EFT transactions Under EFTA, upon receiving notice of error, financial institutions may not determine NO ERROR had occurred without conducting a \" good faith investigation of the alleged error '' and without \" a reasonable basis for believing that the consumer 's account was not in error. '' 15 U S.C. Subsection 1693f ( e ).\n\nFurther, under Regulation E, when conducting an Error Resolution Investigation, a financial institution must conduct, at minimum, a \" review of its own records regarding [ the ] alleged error. '' 12 C.F.R. Subsection 1005.11 ( c ) ( 4 ), and the Error Resolution Investigation '' must be reasonable, '' 71 Fed. Reg 1638, 1654 ( XXXX XXXX XXXX ).\n\nThe term \" Good Faith Investigation '' has been overlooked in my claims, obviously, because the number of transactions and the amount of claim ( s ) we are reviewing is very lengthy and numerous cards were issued and the transactions were spread out over as MANY as XXXX XXXX XXXX XXXX states, to reference Arizona, Nevada, California, and possibly more. The time it would take to give a claim of that size a Good Faith Investigation, I would say a minimum of XXXX weeks possibly XXXX if I wanted to be SURE and FAIR. And upon filing my claims I was told that the actual claim investigation department probably would not receive the claim for at least XXXX to XXXX businesses days. So with that knowledge, how was the reconsideration of my claims filed on XX/XX/XXXX and then just XXXX ( XXXX ) days later DENIED on XX/XX/XXXX??? \n\nThat XXXX simple fact, dated and completed by Bank of America, helps validate and provide significant evidence of the deliberate and willfully disregarded policies that are instituted by our Government and Governing Bureaus to maintain a procedural due process of law ensuring each citizen of our Great Country FAIR and HONEST treatment in our financial process. The negligence to conduct a investigation and determine that NO ERROR OCCURRED is a show of Abuse and Unprofessional. \n\nDuring my research I discovered that Bank of America, upon filing a claim of fraud, would send out a fraud packet consisting of an Affidavit in which the claimant declared under penalty of perjury that they had no knowledge of nor benefitted, from any unauthorized transactions, regarding the claim. The claimant was required to fill it out and return it within a set period disclosed by representative who initiated the claim. I was NEVER advised of this unspoken requirement, however, concerning Regulation E and provisional credit it's a stipulation. So I took it up on myself to find an Affidavit of Fraud and completed it to the best of my ability, under penalty of perjury, and submitted, via fax, when i requested the claims be reconsidered on XX/XX/XXXX along with other documents supporting my claims. \n\nAs Bank of America has provided the protection of the XXXX Liability Guarantee found in the cardholder agreement, it's plainly stated that XXXX cardholder will incur NO LIABILITY for UNAUTHORIZED TRANSACTIONS up to the amount of the Unauthorized Transactions, provided the cardholder notify Bank of America within a Reasonable amount of time. Yet the disconnections and excessively long wait and inaccurate information provided when I was able to speak to a representative, I wasn't able to inquire about my account until my verification was done, yet first I I was referred back to XXXX as Bank of America advised me that in fact they were responsible for the blocked account and they would have to verify my identity first and then XXXX would forward the verification to Bank of America and I was required to verify through the bank as well. Impossible and I believe intended to evade the XXXX XXXX XXXX. The unavailable harm caused by the extensive hold times, dropped calls, and the misinformation and intentional misdirected information implying that XXXX initiated the account be frozen, which was NOT the XXXX order at all. \n\nIt is evident that my claims were not processed nor properly investigated and as a direct result of this financial institutions intentional disregard for the required due process of law that I have been forced to suffer undue hardships and the loss of ALL my XXXX  benefits as a direct result of the failure of this financial institution to follow the guidelines set forth by the CFPB. As a result Bank of America has engaged in unfair acts or practices, in violation of Sections 1031 and 1036 of the CFPA. 12 U.S.C. Subsection 5531 ( a ) and ( c ), 5536 ( a ) ( 1 ) ( B ).\n\nTo further the placement of Liability regarding my claims allow me to remind you of a Executive Order from President Obama, on XX/XX/XXXX titled \" Improving the Security of Consumer Financial Transactions '' in paragraph \" ( c ) The Secretary of the Treasury shall take necessary steps to ensure that XXXX XXXX prepaid debit cards for administering Government benefits have enhanced security features, and by XX/XX/XXXX, the Department of the Treasury shall develop a plan for the replacement of XXXX XXXX prepaid debit cards without enhanced security features. '' This was a Presidential Executive Order published roughly XXXX years prior to the date Bank of America decided to begin using the XXXX chip security standards on the XXXX benefits card, yet ALL other accounts handled by Bank of America were in compliance with the order, again, deliberately neglected to secure the accounts and left them a target for fraudulent transactions from a lack of security standards. This is against the compliance orders provided to U.S. financial institutions. In support of the order, the XXXX XXXX XXXX clearly outlined the \" XXXX and Credit Card Liability '' asserting that \" During the transition, major financial institutions that dont provide chip-enabled cards to their cardholders remain accountable for fraudulent purchases. According to XXXX XXXX, a technology and business reporter for XXXX XXXX XXXX XXXX XXXX, Transactions still can be performed using the old card technology after the transition, but banks will be liable for any payment fraud if they do not issue a card containing a smart chip, and merchants will be liable if their teller machines do not accept the chip cards. Further stating \" Government-based purchasing and benefits cards are also shifting to chip-enabled cards. In late XXXX, President Obama signed an executive order requiring that this technology be used in all government-issued credit and debit cards. The XXXX initiative requires the use of chip-and-PIN security on government-issued cards through the General Services Administration. '' Bank of America was aware yet made a conscious decision to use a less secure card for Government benefits and in doing this, knowingly and deliberately disregarded the current Minimum Requirement of Security Standards of the XXXX chip and as a financial institution of its capacity and legal advisors surely knew the grounds and protocols if such a unsecure card was used, and knowing that, \" the issuing bank IS LIABLE '' it should be understood as well that Bank of America was prepared to take full accountability and responsibility of issues involving unauthorized transactions. With the decision to use outdated and unsecure debit cards is clear that they fully understood the liability their decision. \n\nI apologize for the length of this, however, i could continue to outline the many other issues supporting my claim but I feel this is enough to influence the decision and result in a decision in my favor and funds credited to my account.","date_sent_to_company":"2024-02-28T13:43:53.000Z","issue":"Problem with a purchase or transfer","sub_product":"Government benefit card","zip_code":"92394","tags":null,"has_narrative":true,"complaint_id":"8437133","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-02-28T13:29:48.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Charged for a purchase or transfer you did not make with the card"},"highlight":{"complaint_what_happened":["XXXX <em>prepaid</em> debit cards without enhanced security <em>features</em>. '' This was a Presidential Executive Order published roughly XXXX years prior to the date Bank of America decided to begin using the XXXX chip security standards on the XXXX benefits <em>card</em>, yet ALL <em>other</em> accounts handled by Bank of America were in compliance with the order, again, deliberately neglected to secure the accounts and left them a target for fraudulent transactions from a lack of security standards."],"product":["<em>Prepaid</em> <em>card</em>"],"sub_product":["Government benefit <em>card</em>"],"sub_issue":["Charged for a purchase or transfer you did not make with the <em>card</em>"]},"sort":[11.423053,"8437133"]},{"_index":"complaint-public-v1","_id":"9693547","_score":9.609174,"_source":{"product":"Credit card","complaint_what_happened":"I am an XXXX and XXXX in this company. I am a living XXXX of legal age and XXXX of this account. I have given more than XXXX notices. Any and all forms of your power of attorney have been removed. This account is supposed to be in billing error status. Several notices have been sent to your office and indentured trustee at XXXX XXXX. You have received XXXX from myself and the IRS. Instead of honoring the billing error status and honoring the request that funds owed to the noteholder are returned, you instead took actions to close the account and suspend spending abilities. Thats considered adverse action and is unlawful. \nSeveral registered securities ( negotiable instruments ) have been sent to the indenture trustee and your office. Those securities were kept and not returned. However, my account was not credited. Thats considered mail fraud, security fraud, theft, and unjust enrichment and shall be reported to the proper authorities if I do not receive remedy immediately. \n\nYou're getting money from the treasury through your clearinghouse using my name and social security number then pretending like you gave me a loan or credit when in reality I gave you a loan or credit. \n\nSecuritization Of Accounts & Security Violations I know that you are trading my account via the security exchange through your XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX - XXXX XXXX XXXX. I know that you have securitized and transferred my contract and application to and through your Trust and paying agents. I will hold everyone who has sold or received the notes/securities accountable. My contract and application are considered securities that youre selling. As a certificate holder or noteholder, I'm demanding an asset representation review. I want the allonge for every transaction involving the selling of my securities. \n\nYour XXXX and prospectus filed with the XXXX states that youre supposed to cancel out all debt for the prior year. Youre supposed to credit my account for any balance in excess of {$1.00} according to XXXX XXXX XXXX. Youre supposed to transfer it to my bank account every month via the Electronic Funds Transfer Act. You're supposed to settle out my balance at the end of every month. That the statement that I receive monthly is for a dividend. \nWith that being said, no consideration was given to me and you just assumed that everything was a gift. I am the only one not being paid in this transaction. Even after I brought it to your attention that I wanted my funds back and wanted to receive my payments as written in your documents, you continued to steal from me. Thats unjust enrichment, racketeering, and the fact that youre doing it to so many customers, its considered organized crime. It's also tax evasion since I know you haven't reported any of your earnings on my old securities or the new ones you received recently to the IRS. \n\nYou were recently fined {>= $1,000,000} by the OCC and I understand why. Banks like you don't deserve to be in business and interact with customers the way that you're stealing from us. It's one thing for someone to be oblivious and not care, but if someone is conscious and brings it to your attention it should be addressed and that person should be given what they ask for because it rightfully belongs to them. \n\nXXXX XXXX XXXX The primary assets of the trust are receivables in designated consumer American Express revolving credit card accounts and receivables generated with the use of revolving credit features associated with certain other American Express credit card accounts and, in the future, may include other charge or credit accounts or features or products. The receivables consist of principal receivables and finance charge receivables. \n\nThird Amended and Indenture Exhibit 4.5 Section 4.07 Payment of Interest ; Interest Rights Preserved ; Withholding Taxes. ( a ) Unless otherwise provided with respect to such Note pursuant to Section 4.01, interest payable on any Registered Note will be paid to the Person in whose name that Note ( or one or more Predecessor Notes ) is registered at the close of business on the most recent Record Date and interest payable on any Bearer Note will be paid to the bearer of that Note ( or the applicable coupon ). \n\nSection 4.08 Persons Deemed Owners. Title to any Bearer Note, including any coupons appertaining thereto, shall pass by delivery. The Issuer, the Indenture Trustee, the Owner Trustee, a Beneficiary and any agent of the Issuer, the Indenture Trustee, the Owner Trustee, or a Beneficiary may treat the Person who is proved to be the owner of such Note pursuant to subsection 1.04 ( c ) as the owner of such Note for the purpose of receiving payment of principal of and ( subject to Section 4.07 ) interest on such Note and for all other purposes whatsoever, whether or not such Note be overdue, and none of the Issuer, the Indenture Trustee, the Owner Trustee, or any agent of the Issuer, the Indenture Trustee, the Owner Trustee, or any Beneficiary will be affected by notice to the contrary. \n\n11.01 Payment of Principal and Interest. With respect to each Series, Class or Tranche of Notes, the Issuer will duly and punctually pay the principal of and interest on such Notes in accordance with their terms, this Indenture and any related Indenture Supplement, and will duly comply with all the other terms, agreements and conditions contained in, or made in this Indenture and any related Indenture Supplement for the benefit of, the Notes of such Series, Class or Tranche. The payment of principal and interest on each Series, Class or Tranche of Notes will be primarily based on the performance of the Receivables and, except for interest rate or currency mismatches, will not be contingent on market or credit events that are independent of the Receivables.\n\nSection 11.03 Money for Note Payments to be Held in Trust. The Paying Agent, on behalf of the Indenture Trustee, will make distributions to Noteholders from the Collection Account or other applicable Issuer Account pursuant to the provisions of any Indenture Supplement and will report the amounts of such distributions to the Indenture Trustee. Any Paying Agent will have the revocable power to withdraw funds from the Collection Account or other applicable Issuer Account for the purpose of making the distributions referred to above.\n\nThe Issuer will cause each Paying Agent ( other than the Indenture Trustee ) for any Series, Class or Tranche of Notes to execute and deliver to the Indenture Trustee an instrument in which such Paying Agent will agree with the Indenture Trustee ( and if the Indenture Trustee acts as Paying Agent, it so agrees ), subject to the provisions of this Section 11.03, that such Paying Agent will : ( a ) hold all sums held by it for the payment of principal of or interest on Notes of such Series, Class or Tranche in trust for the benefit of the Persons entitled thereto until such sums will be paid to such Persons or otherwise disposed of as herein provided ; ( b ) if such Paying Agent is not the Indenture Trustee, give the Indenture Trustee notice of any default by the Issuer ( or any other obligor upon the Notes of such Series, Class or Tranche ) in the making of any such payment of principal or interest on the Notes of such Series, Class or Tranche ; ( e ) comply with all requirements of the Internal Revenue Code or any other applicable tax law with respect to the withholding from any payments made by it on any Notes of any applicable withholding taxes imposed thereon and with respect to any applicable reporting requirements in connection therewith. \nThe Issuer may at any time, for the purpose of obtaining the satisfaction and discharge of this Indenture with respect to any Series, Class or Tranche of Notes or for any other purpose, pay, or by an Officers Certificate direct any Paying Agent to pay, to the Indenture Trustee all sums held in trust by the Issuer or such Paying Agent in respect of each and every Series, Class or Tranche of Notes as to which it seeks to discharge this Indenture or, if for any other purpose, all sums so held in trust by the Issuer in respect of all Notes, such sums to be held by the Indenture Trustee upon the same trusts as those upon which such sums were held by the Issuer or such Paying Agent ; and, upon such payment by any Paying Agent to the Indenture Trustee, such Paying Agent will be released from all further liability with respect to such money. \n\nAny money deposited with the Indenture Trustee or any Paying Agent, or then held by the Issuer, in trust for the payment of the principal of or interest on any Note of any Series, Class or Tranche and remaining unclaimed for XXXX years after such principal or interest has become due and payable will be paid to the Issuer upon request in an Officers Certificate, or ( if then held by the Issuer ) will be discharged from such trust ; and the Holder of such Note will thereafter, as an unsecured general creditor, look only to the Issuer for payment thereof, and all liability of the Indenture Trustee or such Paying Agent with respect to such trust money, and all liability of the Issuer as trustee thereof, will thereupon cease. The Indenture Trustee or such Paying Agent, before being required to make any such repayment, may at the expense of the Issuer give to the Holders of the Notes as to which the money to be repaid was held in trust, as provided in Section 1.06, a notice that such funds remain unclaimed and that, after a date specified in the notice, which will not be less than 30 days from the date on which the notice was first mailed or published to the Holders of the Notes as to which the money to be repaid was held in trust, any unclaimed balance of such funds then remaining will be paid to the Issuer free of the trust formerly impressed upon it. \n\nUCC Violations I have sent you several signed securities pursuant to UCC Article 3 in which you have not credited to my account nor returned the securities ( instruments ). According to the Federal Reserve Act Section 29, you are in violation and I am owed Civil Money Penalties. I have all the receipts from where I sent you securities via registered mail. My next step is to report those securities stolen to the Postmaster, UPU, Comp Controller, FTC, and the SEC. \n\nOpting Out I'm opting out of all negative reporting until further notice. Per the FCRA, as a federally protected consumer, I am now opting out of any and all authorization, I, the consumer, may have given you written, unwritten, verbal, and non-verbal per 15 USC 6802. Effective Immediately.\n\n12 CFR 1026.11 ( 15 usc 1666 a, b, c, d ) - Treatment of credit balances ; account termination. \n( a ) Credit balances. When a credit balance in excess of {$1.00} is created on a credit account ( through transmittal of funds to a creditor in excess of the total balance due on an account, through rebates of unearned finance charges or insurance premiums, or through amounts otherwise owed to or held for the benefit of the consumer ), the creditor shall : ( 1 ) Credit the amount of the credit balance to the consumer 's account ; ( 2 ) Refund any part of the remaining credit balance within XXXX business days from receipt of a written request from the consumer ; ( 3 ) Make a good faith effort to refund to the consumer by cash, check, or money order, or credit to a deposit account of the consumer, any part of the credit balance remaining in the account for more than XXXX months. No further action is required if the consumer 's current location is not known to the creditor and can not be traced through the consumer 's last known address or telephone number. \n( b ) Account termination. \n( 1 ) A creditor shall not terminate an account prior to its expiration date solely because the consumer does not incur a finance charge. \n( 2 ) Nothing in paragraph ( b ) ( 1 ) of this section prohibits a creditor from terminating an account that is inactive for three or more consecutive months. An account is inactive for purposes of this paragraph if no credit has been extended ( such as by purchase, cash advance or balance transfer ) and if the account has no outstanding balance. \n( c ) Timely settlement of estate debts ( 1 ) General rule. \n( i ) Reasonable policies and procedures required. For credit card accounts under an open-end ( not home-secured ) consumer credit plan, card issuers must adopt reasonable written policies and procedures designed to ensure that an administrator of an estate of a deceased accountholder can determine the amount of and pay any balance on the account in a timely manner. \n( ii ) Application to joint accounts. Paragraph ( c ) of this section does not apply to the account of a deceased consumer if a joint accountholder remains on the account. \n( 2 ) Timely statement of balance ( i ) Requirement. Upon request by the administrator of an estate, a card issuer must provide the administrator with the amount of the balance on a deceased consumer 's account in a timely manner.\n\n( ii ) Safe harbor. For purposes of paragraph ( c ) ( 2 ) ( i ) of this section, providing the amount of the balance on the account within 30 days of receiving the request is deemed to be timely.\n\n( 3 ) Limitations after receipt of request from administrator ( i ) Limitation on fees and increases in annual percentage rates. After receiving a request from the administrator of an estate for the amount of the balance on a deceased consumer 's account, a card issuer must not impose any fees on the account ( such as a late fee, annual fee, or over-the-limit fee ) or increase any annual percentage rate, except as provided by 1026.55 ( b ) ( 2 ).\n\n( ii ) Limitation on trailing or residual interest. A card issuer must waive or rebate any additional finance charge due to a periodic interest rate if payment in full of the balance disclosed pursuant to paragraph ( c ) ( 2 ) of this section is received within 30 days after disclosure.\n\n12 CFR 1026.13 - Billing error resolution.\n\n( a ) Definition of billing error. For purposes of this section, the term billing error means : ( 1 ) A reflection on or with a periodic statement of an extension of credit that is not made to the consumer or to a person who has actual, implied, or apparent authority to use the consumer 's credit card or open-end credit plan.\n\n( 2 ) A reflection on or with a periodic statement of an extension of credit that is not identified in accordance with the requirements of 1026.7 ( a ) ( 2 ) or ( b ) ( 2 ), as applicable, and 1026.8.\n\n( 3 ) A reflection on or with a periodic statement of an extension of credit for property or services not accepted by the consumer or the consumer 's designee, or not delivered to the consumer or the consumer 's designee as agreed.\n\n( 4 ) A reflection on a periodic statement of the creditor 's failure to credit properly a payment or other credit issued to the consumer 's account.\n\n( 5 ) A reflection on a periodic statement of a computational or similar error of an accounting nature that is made by the creditor.\n\n( 6 ) A reflection on a periodic statement of an extension of credit for which the consumer requests additional clarification, including documentary evidence.\n\n( 7 ) The creditor 's failure to mail or deliver a periodic statement to the consumer 's last known address if that address was received by the creditor, in writing, at least 20 days before the end of the billing cycle for which the statement was required.\n\n( b ) Billing error notice. A billing error notice is a written notice from a consumer that : ( 1 ) Is received by a creditor at the address disclosed under 1026.7 ( a ) ( 9 ) or ( b ) ( 9 ), as applicable, no later than 60 days after the creditor transmitted the first periodic statement that reflects the alleged billing error ; ( 2 ) Enables the creditor to identify the consumer 's name and account number; and ( 3 ) To the extent possible, indicates the consumer 's belief and the reasons for the belief that a billing error exists, and the type, date, and amount of the error.\n\n( c ) Time for resolution ; general procedures.\n\n( 1 ) The creditor shall mail or deliver written acknowledgment to the consumer within 30 days of receiving a billing error notice, unless the creditor has complied with the appropriate resolution procedures of paragraphs ( e ) and ( f ) of this section, as applicable, within the 30-day period; and ( 2 ) The creditor shall comply with the appropriate resolution procedures of paragraphs ( e ) and ( f ) of this section, as applicable, within 2 complete billing cycles ( but in no event later than 90 days ) after receiving a billing error notice.\n\n( d ) Rules pending resolution. Until a billing error is resolved under paragraph ( e ) or ( f ) of this section, the following rules apply : ( 1 ) Consumer 's right to withhold disputed amount ; collection action prohibited. The consumer need not pay ( and the creditor may not try to collect ) any portion of any required payment that the consumer believes is related to the disputed amount ( including related finance or other charges ). If the cardholder has enrolled in an automatic payment plan offered by the card issuer and has agreed to pay the credit card indebtedness by periodic deductions from the cardholder 's deposit account, the card issuer shall not deduct any part of the disputed amount or related finance or other charges if a billing error notice is received any time up to 3 business days before the scheduled payment date.\n\n( 2 ) Adverse credit reports prohibited. The creditor or its agent shall not ( directly or indirectly ) make or threaten to make an adverse report to any person about the consumer 's credit standing, or report that an amount or account is delinquent, because the consumer failed to pay the disputed amount or related finance or other charges.\n\n( 3 ) Acceleration of debt and restriction of account prohibited. A creditor shall not accelerate any part of the consumer 's indebtedness or restrict or close a consumer 's account solely because the consumer has exercised in good faith rights provided by this section. A creditor may be subject to the forfeiture penalty under 15 U.S.C. 1666 ( e ) for failure to comply with any of the requirements of this section.\n\n( 4 ) Permitted creditor actions. A creditor is not prohibited from taking action to collect any undisputed portion of the item or bill ; from deducting any disputed amount and related finance or other charges from the consumer 's credit limit on the account ; or from reflecting a disputed amount and related finance or other charges on a periodic statement, provided that the creditor indicates on or with the periodic statement that payment of any disputed amount and related finance or other charges is not required pending the creditor 's compliance with this section.\n\n( e ) Procedures if billing error occurred as asserted. If a creditor determines that a billing error occurred as asserted, it shall within the time limits in paragraph ( c ) ( 2 ) of this section : ( 1 ) Correct the billing error and credit the consumer 's account with any disputed amount and related finance or other charges, as applicable; and ( 2 ) Mail or deliver a correction notice to the consumer.\n\n( f ) Procedures if different billing error or no billing error occurred. If, after conducting a reasonable investigation, a creditor determines that no billing error occurred or that a different billing error occurred from that asserted, the creditor shall within the time limits in paragraph ( c ) ( 2 ) of this section : ( 1 ) Mail or deliver to the consumer an explanation that sets forth the reasons for the creditor 's belief that the billing error alleged by the consumer is incorrect in whole or in part ; ( 2 ) Furnish copies of documentary evidence of the consumer 's indebtedness, if the consumer so requests ; and ( 3 ) If a different billing error occurred, correct the billing error and credit the consumer 's account with any disputed amount and related finance or other charges, as applicable.\n\n( g ) Creditor 's rights and duties after resolution. If a creditor, after complying with all of the requirements of this section, determines that a consumer owes all or part of the disputed amount and related finance or other charges, the creditor : ( 1 ) Shall promptly notify the consumer in writing of the time when payment is due and the portion of the disputed amount and related finance or other charges that the consumer still owes ; ( 2 ) Shall allow any time period disclosed under 1026.6 ( a ) ( 1 ) or ( b ) ( 2 ) ( v ), as applicable, and 1026.7 ( a ) ( 8 ) or ( b ) ( 8 ), as applicable, during which the consumer can pay the amount due under paragraph ( g ) ( 1 ) of this section without incurring additional finance or other charges ; ( 3 ) May report an account or amount as delinquent because the amount due under paragraph ( g ) ( 1 ) of this section remains unpaid after the creditor has allowed any time period disclosed under 1026.6 ( a ) ( 1 ) or ( b ) ( 2 ) ( v ), as applicable, and 1026.7 ( a ) ( 8 ) or ( b ) ( 8 ), as applicable or 10 days ( whichever is longer ) during which the consumer can pay the amount ; but ( 4 ) May not report that an amount or account is delinquent because the amount due under paragraph ( g ) ( 1 ) of the section remains unpaid, if the creditor receives ( within the time allowed for payment in paragraph ( g ) ( 3 ) of this section ) further written notice from the consumer that any portion of the billing error is still in dispute, unless the creditor also : ( i ) Promptly reports that the amount or account is in dispute ; ( ii ) Mails or delivers to the consumer ( at the same time the report is made ) a written notice of the name and address of each person to whom the creditor makes a report ; and ( iii ) Promptly reports any subsequent resolution of the reported delinquency to all persons to whom the creditor has made a report.\n\n( h ) Reassertion of billing error. A creditor that has fully complied with the requirements of this section has no further responsibilities under this section ( other than as provided in paragraph ( g ) ( 4 ) of this section ) if a consumer reasserts substantially the same billing error.\n\n( i ) Relation to Electronic Fund Transfer Act and Regulation E. A creditor shall comply with the requirements of Regulation E, 12 CFR 1005.11, and 1005.18 ( e ) as applicable, governing error resolution rather than those of paragraphs ( a ), ( b ), ( c ), ( e ), ( f ), and ( h ) of this section if : ( 1 ) Except with respect to a prepaid account as defined in 1026.61, an extension of credit that is incident to an electronic fund transfer occurs under an agreement between the consumer and a financial institution to extend credit when the consumer 's account is overdrawn or to maintain a specified minimum balance in the consumer 's account ; or ( 2 ) With regard to a covered separate credit feature and an asset feature of a prepaid account where both are accessible by a hybrid prepaid-credit card as defined in 1026.61, an extension of credit that is incident to an electronic fund transfer occurs when the hybrid prepaid-credit card accesses both funds in the asset feature of the prepaid account and a credit extension from the credit feature with respect to a particular transaction.\n\n16 CFR 433.2 - Preservation of consumers ' claims and defenses, unfair or deceptive acts or practices.\n\nIn connection with any sale or lease of goods or services to consumers, in or affecting commerce as commerce is defined in the Federal Trade Commission Act, it is an unfair or deceptive act or practice within the meaning of section 5 of that Act for a seller, directly or indirectly, to : ( a ) Take or receive a consumer credit contract which fails to contain the following provision in at least ten point, bold face, type : 16 CFR 433.3 - Exemption of sellers taking or receiving open end consumer credit contracts before November 1, 1977 from requirements of 433.2 ( a ).\n\n( a ) Any seller who has taken or received an open end consumer credit contract before November 1, 1977, shall be exempt from the requirements of 16 CFR part 433 with respect to such contract provided the contract does not cut off consumers ' claims and defenses.\n\n( b ) Definitions. The following definitions apply to this exemption : ( 1 ) All pertinent definitions contained in 16 CFR 433.1.\n\n( 2 ) Open end consumer credit contract : a consumer credit contract pursuant to which open end credit is extended.\n\n( 3 ) Open end credit : consumer credit extended on an account pursuant to a plan under which a creditor may permit an applicant to make purchases or make loans, from time to time, directly from the creditor or indirectly by use of a credit card, check, or other device, as the plan may provide. The term does not include negotiated advances under an open-end real estate mortgage or a letter of credit.\n\n( 4 ) Contract which does not cut off consumers ' claims and defenses : A consumer credit contract which does not constitute or contain a negotiable instrument, or contain any waiver, limitation, term, or condition which has the effect of limiting a consumer 's right to assert against any holder of the contract all legally sufficient claims and defenses which the consumer could assert against the seller of goods or services purchased pursuant to the contract.","date_sent_to_company":"2024-08-02T16:07:59.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"34601","tags":null,"has_narrative":true,"complaint_id":"9693547","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2024-08-02T15:24:16.000Z","state":"FL","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["XXXX XXXX XXXX The primary assets of the trust are receivables in designated consumer American Express revolving <em>credit</em> <em>card</em> accounts and receivables generated with the use of revolving <em>credit</em> <em>features</em> associated with certain <em>other</em> American Express <em>credit</em> <em>card</em> accounts and, in the future, may include <em>other</em> charge or <em>credit</em> accounts or <em>features</em> or products. The receivables consist of principal receivables and finance charge receivables."],"product":["<em>Credit</em> <em>card</em>"],"issue":["Trouble using your <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or charge <em>card</em>"],"sub_issue":["Can't use <em>card</em> to make purchases"]},"sort":[9.609174,"9693547"]},{"_index":"complaint-public-v1","_id":"3156484","_score":7.8459263,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"After many phone calls to XXXX XXXX they refuse to answer the phone on a Charge that i never sign or had any dealings with! From a Merchant with no consent nor was any card swipe or used!!!!  THIS MERCHANT STOLE FUNDS MY ACCOUNT CALLED XXXX XXXX XXXX  XXXX XXXX XXXX, XXXX, NY Transportation Edit - $ XXXX-Under the FCBA, your liability for unauthorized use of your credit card tops out at {$50.00}. However, if you report the loss before your credit card is used, the FCBA says you are not responsible for any charges you didnt authorize. If your credit card number is stolen, but not the card, you are not liable for unauthorized use.If your credit, ATM, or debit card is lost or stolen, federal law limits your liability for unauthorized charges. The XXXX XXXX place a fake charge on the account. But Why??? Credit Card Loss or Fraudulent Charges Under the FCBA, your liability for unauthorized use of your credit card tops out at {$50.00}. However, if you report the loss before your credit card is used, the FCBA says you are not responsible for any charges you didnt authorize. If your credit card number is stolen, but not the card, you are not liable for unauthorized use.If you report an ATM or debit card missing before someone uses it, the EFTA says you are not responsible for any unauthorized transactions. If someone uses your ATM or debit card before you  report it lost or stolen, your liability depends on how quickly you report it : The liable for those transactions are XXXX XXXX XXXX  XXXX XXXX XXXX, XXXX, NY not so superior! \nPlease Note : Most fraud prevention features are designed for card-present environments. Visa, for example, has deployed a number of anti-fraud measures designed to make card reproduction extremely difficult, including holograms and embossed security characters on the face of the card. Moreover, the signature and magnetic strip on the back of the card are designed to ensure that the person using the card is the actual cardholder. Merchants are not liable for fraud when card-present transactions are properly authenticated. \nOnline platforms, however, typically facilitate card-not-present transactions ( card payments made without physically swiping a card ). On a website, buyers enter credit card data into a form they do not hand their card to a cashier. Unfortunately, card-not-present transactions are highly susceptible to fraud and abuse, for which merchants and payment facilitators are held liable. \nChargebacks. \nWhen a cardholder disputes a charge with their bank ( the issuing bank ), the bank may reverse the payment and refund the cardholder, after an investigation. This is called a chargeback. \nCardholders are protected from the financial liability of unauthorized credit card transactions by Regulation Z of the Truth in Lending Act and unauthorized debit card transactions by Regulation E of  the Electronic Fund Transfer Act. Card Associations have even broader rules with further added protections. When fraudulent transactions do occur, a well-defined chain of liability determines who is ultimately responsible for making restitution to the cardholder. Payment facilitators must recover chargebacks from merchants who generate them, or else write off the full amount of the chargeback as a loss. \nFor chargebacks resulting from card-not-present transactions, the issuing bank recovers the funds from the merchants bank ( the acquiring bank ), and the acquiring bank recovers the funds from the merchant. \nSince most chargebacks are received weeks or months after the original payment, it is sometimes difficult to recover the funds from the merchant. This is why acquirers are so conservative in their underwriting : an acquirer will typically research the financial stability, creditworthiness, and underlying riskiness of a business ; it will implement special funding policies ( such as reserves or holdbacks ) to  mitigate loss ; and it will require personal guarantees from business owners, whom it will hold personally liable for the businesss financial obligations. \nConsumer Protections Available Regulation Z The Truth in Lending Act ( TILA ), as implemented by Regulation Z, provides a billing error dispute process for open-end credit, such as credit cards. In order to take advantage of the protections offered by Regulation Z, you must notify the lender of any billing errors by : providing the notice in writing, enabling the lender to identify your name and account number, stating why you believe there is a billing error, including the type, date, and amount of the error, and sending the notice in a timely manner so that the lender receives it, at the address specified for billing inquiries, no later than 60 days after the lender sent the first billing statement reflecting the error. \nOnce you properly notify the lender about an error on your statement, it must acknowledge that it received this notification within 30 days, unless the problem has been resolved. The lender must investigate and resolve the issue within two complete billing cycles ( but in no event later than 90 days ) after receiving the billing error notice.\n\nWhile the lender conducts its investigation into the billing error : You may withhold payment of the disputed amount and related charges ( but any part of the bill not in question, including finance charges on undisputed amounts must be paid in accordance with account terms ).\n\nThe lender may not take legal or collection action on the disputed amount.\n\nThe lender may not report your account as delinquent, accelerate your debt, restrict your account, or close your account.\n\nIf the lender confirms there is a billing error on your account, it must send you a written explanation of the corrections made to your account. In addition to crediting your account for the disputed amount, the lender must also remove all finance charges, late fees, or other charges related to the error. If the investigation reveals no error occurred, it must send you a written explanation of the amount you owe, and you are responsible for paying the disputed amount, plus any finance charges that accumulated during the investigation. \nYou may request copies of relevant documents used in the lenders investigation. If you disagree with the results of the investigation, you may write to the lender within 10 days after receiving the explanation, and you may indicate that you refuse to pay the disputed amount. The lender may begin collection procedures and may report your account as delinquent to credit reporting agencies, but it must also note that you disagree with the amount owed.\n\nIn addition to the consumer protections associated with billing errors, Regulation Z also contains special credit card provisions that limit your liability for unauthorized use of a credit card. A credit card holders liability is limited to {$50.00} for unauthorized use before the cardholder notifies the card issuer. Notification may be given in person, by telephone, or in writing.\n\nRegulation E The Electronic Fund Transfer Act ( EFTA ), as implemented by Regulation E, provides basic protections for consumers with electronic direct deposits or who use debit cards to access their deposit account held directly or indirectly at a bank. These protections include timeframes by which a bank must investigate and determine whether an error occurred when you notify your bank of an error and, in some cases, requirements to provide provisional credit while the investigation is performed. \nFor example, if you notify your bank of a potential account error, Regulation E requires a bank to investigate and determine whether an error occurred within 10 business days of receiving your notice ( or 20 business days for new accounts ). If a bank is unable to complete its investigation within the appropriate timeframe, it may take up to 45 days to determine whether an error occurred. But in these cases, banks must generally provide consumers with a provisional credit to their account within 10 days of the bank receiving the error notice. Also, banks must notify consumers about the provisional credit within two days of providing the credit.\n\nSome banks may require you to submit an error notice in writing after you provide notice orally. If the bank does not receive written confirmation within 10 business days of receiving the initial notice of an error, the bank is not required to provide provisional credit. The time period for the investigation may be extended to 90 days if the error involved an electronic transfer initiated outside of the United States, a point-of-sale debit card transaction, or a transaction involving a new account within 30 days of being opened.\n\nIf the bank determines there is an error on your account, it must correct the error within one business day after confirming it and report the results to you within three business days after completing its investigation ( including, if applicable, notice that a provisional credit has been made final ).\n\nIf a bank determines that no error occurred or that an error occurred in a manner or amount different from that described in your notice, the bank must send a written explanation of its findings and note your right to request the documents the bank relied on for its investigation. When the bank debits the funds provisionally credited to your account during the investigation, it must provide you with the date and amount debited. In addition, the bank must inform you that it will honor checks, drafts, or similar instruments payable to third parties and preauthorized transfers from your account ( without charge as a result of an overdraft ) for five business days after the notification.\n\nDisputing a Credit Card Billing Error Many credit card issuers have policies against sellers charging a credit card account before shipment. If you think a seller charged your account too soon, report it to the credit card issuer. Otherwise, the issuer has no way to know the seller isnt following its policies.\n\nTo dispute the billing error with your credit card issuer, you must : write to the credit card issuer at the address given for billing inquiries, not the address for sending your payments, and include your name, address, account number, and a description of the billing error. Use our sample letter.\n\nsend your letter so that it reaches the credit card issuer within 60 days after the first bill with the error was mailed to you. Its a good idea to send your letter by certified mail ; ask for a return receipt so you have proof of what the credit card issuer received. Include copies ( not originals ) of sales slips or other documents that support your position. Keep a copy of your dispute letter.\n\nThe credit card issuer must acknowledge your complaint, in writing, within 30 days after receiving it, unless the problem has been resolved. The issuer must resolve the dispute within two billing cycles ( but not more than 90 days ) after getting your letter.\n\nYou may withhold payment on the disputed amount ( and related charges ) during the investigation. You must pay any part of the bill not in question, including finance charges on the undisputed amount.\n\nThe credit card issuer may not take any legal or other action to collect the disputed amount and related charges ( including finance charges ) during the investigation. While your account cant be closed or restricted, the disputed amount can be applied against your credit limit.\n\nBut what if You placed an order with a catalog company and they charged your credit card immediately. The catalog company contacts you two weeks later and says the shipment will be delayed 60 days. You agree to the delay. The 60 days have passed, and you may be outside of the time to dispute the charges. Can you still dispute the charge?\n\nMaybe. When a shipment is delayed, credit card issuers often are more generous when they calculate the time for allowing disputes, and may extend the 60-day period. To take advantage of this flexibility, include the following information in your dispute letter.\n\nTell the credit card issuer if you didnt expect to be charged for the merchandise before it was shipped. Some credit card issuers make an exception to the general industry rule against sellers charging before shipping if the seller tells you about its practice at the time of sale. If youre sure the seller said nothing or wasnt clear about its charge practice, the credit card issuer is more likely to allow the dispute.\n\nTell the credit card issuer when delivery was expected. Some issuers use the expected date of delivery rather than the charge date as the start time for you to dispute charges. If you dispute the charge within a reasonable time after the expected delivery date passes, chances are good that the card issuer will honor the dispute. When you order or when a seller notifies you of delayed shipment, its important to keep a record of the promised shipment or delivery date. Include a copy of any documentation of the shipment or delivery date when disputing the charge with your card issuer.\n\nDisputing a Debit Card Charge The consumer protections for a debit card differ from protections for a credit card. You may not be able to dispute a debit and get a refund for non-delivery or late delivery. Still, some debit card issuers may voluntarily offer protections and solutions to problems like not getting merchandise you bought with a debit card. See our sample letter, and contact your debit card issuer for more information.\n\nYour Rights When Shopping by Phone, Mail or Online The Mail, Internet, or Telephone Order Merchandise Rule applies to most goods you order by mail, phone, fax, or online. It requires sellers to have a reasonable basis for claiming they can ship an order within a certain time and details what sellers should do if there is a delay.\n\nShip Dates By law, a seller should ship your order within the time stated in its ads or over the phone. If the seller doesnt promise a time, you can expect it to ship your order within 30 days.\n\nThe shipment clock begins when the seller receives a properly completed order. That includes your name, address and payment ( check, money order or authorization to charge an existing credit account whether the account is charged at that time or not ).\n\nIf the seller doesnt promise a shipping time, and you are applying for credit to pay for your purchase, the seller has an additional 20 days ( 50 days total ) to establish the account and ship the merchandise.\n\nDelays If the seller is unable to ship within the promised time, it must notify you, give a revised shipping date and give you the chance to cancel for a full refund or accept the new shipping date. The seller also must give you some way to exercise the cancellation option for free for example, by supplying a prepaid reply card or staffing a toll-free telephone number.\n\nIf you dont respond and the delay is 30 days or less its assumed that you accept the delay and are willing to wait for the merchandise.\n\nIf you dont respond and the delay is more than 30 days the order must be canceled by the 30th day of the delay period and a full refund issued promptly.\n\nIf the seller cant meet the revised shipping date, it must notify you again by mail, email or telephone and give you a new shipping date or cancel your order and give you a refund.\n\nThe order should be canceled and a refund issued promptly unless you indicate by the revised shipping date that you are willing to wait.\n\nIf you dont respond to the second notice, the seller should assume that you are not willing to wait issue a full refund promptly.\n\nRefunds If you pay by cash, check or money order, or a non-seller credit card, the seller must give you a refund within seven working days after the order is canceled.\n\nIf you pay by credit card where the seller is the card issuer, the seller must credit your account within one billing cycle after the order is canceled.\n\nShopping Tips Follow these tips for hassle-free shopping.\n\nConsider your experience with the company or its general reputation before you order. If youve never heard of the seller, enter its name in a search engine with words like complaint or scam, and read about other peoples experiences with the company. In addition, contact your state Attorney General, and local consumer protection agency to see if any complaints are on file.\n\nCheck out the companys refund and return policies, the items availability, and the total cost of your purchase before you place your order.\n\nGet a shipment date.\n\nKeep records of your order, like the website, ad or catalog from which you ordered ; the companys name, address and phone number ; any promises the company made about shipping and when they were made ; the date of your order ; and a copy of the order form you sent to the company. If youre ordering by phone, keep a list of the items, their stock codes, and the order confirmation code ; your canceled check or the charge or debit statement showing the charge for your order ; and any communications to or from the company.\n\nTrack your purchases. When you order online, keep printouts of the web pages with the details of the transaction, including the sellers return policies, in case youre not satisfied.Complaints help the FTC and other law enforcement agencies bring scam artists to justice and put an end to unfair and misleading business practices. If you have a complaint, file it online or call XXXX. \nCredit Cards, Personal Finance At XXXX, we adhere to strict standards of editorial integrity to help you make decisions with confidence. Many or all of the products featured here are from our partners. Heres how we make money. \n\nIf you see a purchase on your credit card statement that you didnt make, be sure to correct the mistake right away. It could be a simple mistake like a double swipe of your card, for example or it could be someone trying to make a little extra money off of a restaurant bill. Heres how to fix a mistake on your statement, and to make sure youre safe. \n1. Talk to the merchant Before you get yourself involved in a lengthy formal dispute, speak with the merchant. Bring your receipt and credit card statement, and take the time to explain the discrepancy. The merchant may clear up the mistake without having to involve the credit card company. If not, take your complaint to the next level. \n2. Prepare your paperwork While the error on your statement might seem obvious to you, you still need to make a strong case. Keep a record of the receipts, credit card statement and anything else that can add to the paper trail. Errors to look out for include : Returns that didnt lead to a credit on your statement.\n\nErroneous dates.\n\nBills sent to the wrong address ( so long as youve notified your creditor of your address change within 20 days ).\n\nMathematical errors. \nAnd, of course, charges for purchases you didnt make. \n\nGather any relevant receipts and documents supporting your claims and make copies. Keep the originals for your records, and gather the copies for your creditor. \n\nRemember : Never give your account information to someone you dont know, and avoid emailing sensitive data like your account number or Social Security number. Also, never give your information when a caller claims to represent your bank or card issuer. Instead, say youll call back, then call the customer service number listed on the banks website or the back of your card. Dont fall victim to a scam! \nWrite to your creditor Within 60 days of receiving the bill in question, send a letter outlining your objection and copies of your proof in an envelope addressed to your creditors department for billing inquiries. To be on the safe side, send the letter by certified mail, so you receive a receipt when it arrives at your creditors headquarters. Save the receipt proving they received your dispute with the other documents youre using to make your case. \n\nYou can also choose to dispute electronically, if the creditors website allows for that. Save any emails you get in return saying your dispute was received. \nFinal stretch : waiting for a response You creditor is required to respond within 30 days of your complaint, and the dispute must be resolved within 90 days, or two billing cycles.\n\nIn the meantime, you dont have to pay for the purchase in question, you must only pay for everything else on your statement. However, keep in mind that if your creditor finds your evidence insufficient, youll have to pay for the purchase in question, plus any interest that has accrued since. \n\nIf your creditor accepts your claim, all charges related to the error will be removed from your statement. If it does not accept your claim, it has to explain to you in writing exactly why the mistake is in fact a not a mistake, and youll have 10 days to challenge that conclusion.","date_sent_to_company":"2019-02-20T07:42:14.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"14228","tags":null,"has_narrative":true,"complaint_id":"3156484","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2019-02-20T02:03:12.000Z","state":"NY","company_public_response":null,"sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["Disputing a <em>Credit</em> <em>Card</em> Billing Error Many <em>credit</em> <em>card</em> issuers have policies against sellers charging a <em>credit</em> <em>card</em> account before shipment. If you think a seller charged your account too soon, report it to the <em>credit</em> <em>card</em> issuer. Otherwise, the issuer has no way to know the seller isnt following its policies."],"product":["<em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["<em>Card</em> company isn't resolving a dispute about a purchase or transfer"]},"sort":[7.8459263,"3156484"]},{"_index":"complaint-public-v1","_id":"8151398","_score":7.7748394,"_source":{"product":"Credit card","complaint_what_happened":"I am XXXX XXXX. I am an XXXX  XXXX. I disputed two charges on my XXXX XXXX card. \n\nThe first is case is Branch Bank # XXXX in the ammount of {$490.00} The second case is Branch Bank XXXX in the ammount of {$1700.00} I have not heard back on the first dispute at all. I heard back on the second case, the amount that you are disputing is wrong, and was emailed that Branch was the following : << '' Hi XXXX, ( thisis from Branch Bank ) We received an update on your dispute for the following transactions : XXXX # XXXX for {$1100.00} on XX/XX/XXXX  We are in the process of attempting to recover the funds for the disputed transaction ( s ) from the merchant. If your dispute case is ultimately decided in your favor, your account will receive credit for the transaction being disputed at the time of approval. This process can sometimes take up to a total of 90 days. \n\n\n\n**Please note that if you have filed dispute claims for multiple transactions on your account, you will receive a separate status notification for each disputed transaction claim. \" >> This is my submission for case XXXX << '' Dispute Intake : ( This is my complaint ) What was the merchants response? \n- They didn't have a car to swap out and said I had to hold onto the car until they found a replacement. Meanwhile the car was not drive able and they charged me anyway. \n\nPlease describe the item or service that was expected. \n- Please add this to dispute case number # XXXXthese are charges that the company added to my card yesterday and they are not authorized. \n\nPlease describe the item or service that you received. \n- The vehicle did not work and they would not replace the car. Please see other dispute for details. I want to point out, I could not drive the car at nighttime because the headlights and taillights were not working. Also, I was paying for premium roadside assistance through them and they charged me almost XXXX for a tow truck to come out and take me XXXX mile to a charging station so that the car would not be abandoned on the roadside. \n\nPlease provide any additional details. \n- I was not able to drive this car because it would not hold a charge, it was an electric car. Also most of the features of the car did not work because it was defective. The headlights did not work, their taillights did not work. I followed their procedures, they said that I had to take the car into an authorized facility, it took days to get an approval, then none of their facilities had the ability to fix it. I went into the XXXX office and they said that they would have to charge me fees then when they had a car available they would swap it out. Meanwhile, the car was rented to XXXX XXXX. I could not work. I am disputing all of these charges, cause they are not valid and not authorized. \n\nWhen did you reach out to the merchant? \n- XX/XX/XXXX  '' >> This is my submission for case XXXX : << '' Dispute Intake : ( This is my complaint ) What is the merchants fulfillment, cancellation and/or return policy? \n- If the car is defective, return and they give you another. \n\nPlease describe the item or service that you received. \n- I rented a XXXX car to XXXX XXXX and the car was as defective from the first day. I am disputing it. \n\nWhen did you reach out to the merchant? \n- XX/XX/XXXX  Please describe the item or service that was expected. \n- The car that I rented was defective. The headlights did not work, and one of the batteries were defective. I was unable to use the radio, or charge my phone in the car. I was also not able XXXX XXXX the car after dark, as the headlights, and taillights did not work. I tried to return the car to XXXX because it was defective. They said that they could not exchange car until I paid more money. The battery died while I was driving, and I had to have use roadside assistance to tow me to the charging station. Even though I paid for premium roadside assistance, they charged me {$180.00} to tow me to the charging station. Then while there the car would not charge, so I had to call roadside assistance again and have them come out and jumpstart the battery so that the main batteries would charge. They charged me another {$150.00} to do that. I complained to XXXX and they said they would get back to me. I made 7 phone calls and visited the rental center and got no remedy. The car should not have been rented, as it was defective. I tried to change the car out the same day and they would not help me. I can't believe that I got such bad service with an XXXX partner. I was not able to use the car as rented and am disputing the charge off. As a Diamond driver with XXXX, I have expect better service that this, I can't believe that XXXX puts up with this lack of service. I finally parked the car and told them to come get it. They finally did, as it was not drivable. \n\nWhat was the merchants response? \n- I prepaid the car to rent it. They wanted me to pay the towing fees before they would replace the defective car. I told them I needed it to drive for XXXX, they said I needed to pay the {$330.00} in towing fees before they would exchange the defective car. \n\nPlease provide any additional details. \n- I not only lost the rental charges, but also lost the income that I would have made driving for XXXX. I am really disappointed with XXXX!!!!!!! \" >> I am an XXXX Driver and currently can XXXX XXXX because of these transactions. I trusted that in using my XXXX XXXX card from Branch I would be taken care of in case of fraudulent activity. My account is overdrawn over {$1100.00} and I can not work. These charges are doing irreparable harm to me. \n\n\n\nThis is my last submission to Branch Bank : <<<Please correct the amount that you have disputed is wrong on one and I have not heard back on the other. Please correct. I really need to work. Can you please help me to expedite this, otherwise I am going to be homeless in the next few weeks. \n\nI do not want to have to escalate this, but if you cant get this expedited and fixed, I am going to go to the proper agencies in the government for their assistance. I am also reaching out to MASTERCARD for help on this matter. This is {$2200.00} of my money plus all of the losses that I have incurred. If I don't hear back I will be forced to file a small claims court case and force someone from Branch Bank to show up locally to answer the lawsuit. \n\nPlease do the right thing here. I have done my part, and it is not ok to let a company steal my money. \n\n\n\n\nXXXX XXXX XXXX XXXX This to CFPB : I am a XXXX  XXXX person who can not work a \" regular job '' but am able to drive a car for a living. These fraudulent charges are keeping me from working and making any money. I am about to be homeless. Branch Bank ( XXXX XXXX XXXX ) is not being helpful in this fraudulent matter. \n\nPlease help me! \n\nThank you in advance. \n\nXXXX XXXX XXXX","date_sent_to_company":"2024-01-11T21:06:03.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"80111","tags":null,"has_narrative":true,"complaint_id":"8151398","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Branch Messenger, Inc.","date_received":"2024-01-11T20:37:48.000Z","state":"CO","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["- Please add this to dispute case number # XXXXthese are charges that the company added to my <em>card</em> yesterday and they are not authorized. \n\nPlease describe the item or service that you received. \n- The vehicle did not work and they would not replace the car. Please see <em>other</em> dispute for details. I want to point out, I could not drive the car at nighttime because the headlights and taillights were not working."],"product":["<em>Credit</em> <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or charge <em>card</em>"],"sub_issue":["<em>Credit</em> <em>card</em> company isn't resolving a dispute about a purchase on your statement"]},"sort":[7.7748394,"8151398"]},{"_index":"complaint-public-v1","_id":"13176252","_score":5.197834,"_source":{"product":"Checking or savings account","complaint_what_happened":"To whom it may concern, My name is XXXX XXXX and Im a long-time PayPal user who has never violated the Acceptable Use Policy. I filed a few disputes with XXXX due to some issues with delivery and was told that after 10 days of no response I would be receiving my funds back due to once again no response from the seller. I filed a CFPB complaint for good measure just to make sure this was well documented and when the calls are going to be listened to back it will support everything I am saying. Despite this, I received the horrible shock of a You can no longer do business with PayPal email today. At the advice of counsel, Im sending you a polite message with details and information so that this policy mistake can be corrected and that my account can be restored to full functionality.\n\nThe email I received claimed Because you have continually filed cases that do not align with the intent of the PayPal Purchase Protection Program and are contrary to the terms outlined in our User Agreement, weve determined you can no longer use PayPals services.Weve limited\nyour account so you can no longer send or receive funds. Your ability to file PayPal Purchase Protection cases has also been removed. Any existing PayPal Purchase Protection cases you've filed will be denied.\n\nFor information on account limitations, please refer to the PayPal User Agreement. To find out what to do next, log in to your PayPal account and visit the Resolution Center.\n\nAfter throughly researching there is no determination of what my claims could fall under going against the intent of the Purchase Protection Program, as my items were not as described and I reported such, along with evidence. Here is PayPals own policy and my research showing I have not violated the Purchase Protection.\n\nPayPals Purchase Protection program may apply when you encounter these specific problems with a transaction : You didnt receive your item from a seller ( referred to as an Item Not Received claim ), or You received an item, but the item isnt what you ordered ( referred to as a Significantly Not as Described claim ). -This is what I claimed.\n\nItem Not Received Claims Your claimwill notqualify for a refund under PayPals Purchase Protection program for an Item Not Received claim, if : You collect the item in person, or arrange for it to be collected on your behalf, including if you use PayPal in a sellers physical store, except for in-personPayPal QR codegoods and services transactions, or The seller has providedproof of shipmentorproof of delivery. \n\nNeither of these are the cases as on XX/XX/XXXX, the case was filed under Item not as described. \n\n\nIf the seller presents evidence that they delivered the goods to you, PayPal may find in favor of the seller for an Item Not Received claim even if you claim you did not receive the goods.\n\nSignificantly Not as Described Claims An item may be considered Significantly Not as Described if : The item is materially different from the sellers description of it. \nYou received a completely different item. \nThe condition of the item was misrepresented. For example, the item was described as new but the item was used. \nThe item was advertised as authentic but is not authentic ( i.e. counterfeit ). \nThe item is missing major parts or features and those facts were not disclosed in the description of the item when you bought it. - This here is exact description of my claim. I received an empty box upon my purchases. Which means the order I made was missing major parts and those facts were not disclosed in the description of the item when I bought it. \nYou purchased a certain number of items but didnt receive them all. - This would also be a description of my claim as I bought a number of items but due to the box being empty, I of course never received the amount of items I ordered. \nThe item was damaged during shipment. - This could be a possibility in my case due to once again the box being empty, potentially it was damaged on its way to delivery to me, and as to why I did not receive the item I ordered as described.\n\nThe item is unusable in its received state and was not disclosed as such. - Also another possibility in my case.\n\nAn item may not be considered Significantly Not as Described if : The defect in the item was correctly described by the seller in its description of the item. -This is not the case as the item was not described as such.\n\nThe item was properly described but you didnt want it after you received it. -This is also not the case for my dispute The item was properly described but did not meet your expectations. -Not the case for my dispute The item has minor scratches and was described as used. - Not the case for my dispute.\n\nIneligible Items and Transactions The following items or transactionsare noteligible for PayPals Purchase Protection program : Real estate, including residential property.\n\nVehicles, including, but not limited to, motor vehicles, motorcycles, recreational vehicles, aircraft, and boats, except for personally portable light vehicles used for recreational purposes like bicycles and wheeled hoverboards.\n\nBusinesses ( when you buy or invest in a business ).\n\nIndustrial machinery used in manufacturing.\n\nPayments that are equivalent to cash, including stored value items such as gift cards and pre-paid cards.\n\nPayments made in respect of gold ( whether in physical form or exchange-traded form ).\n\nFinancial products or investments of any kind.\n\nNon-fungible tokens ( NFTs ).\n\nGambling, gaming, and/or any other activities with an entry fee and a prize.\n\nDonations, including payments on crowdfunding platforms as well as payments made on crowdlending platforms.\n\nPayments to a state-run body ( except for state-owned enterprises ), government agencies, or third parties acting on behalf of state-run bodies or government agencies.\n\nPayments to any bill payment service, including PayPal Bill Pay for Business Accountstransactions.\n\nPayments that you initiate via a third-party platform using your PayPal Balance account and assigned account and routing number ( PayPal'sDirect Debitfunctionality ).\n\nSignificantly Not as Describedclaims for wholly or partly custom-made items.\n\nItem Not Receivedclaims for physical, tangible items you collect in person or arrange to be collected on your behalf. This includes items bought in a sellers point of sale location, except if you paid for the transaction in person using PayPals goods and services QR code.\n\nAnything prohibited by PayPalsAcceptable Use Policy.\n\nPayments made using PayPal Payouts ( formerly Mass Pay ).\n\nPersonal Payments including payments sent using PayPals friends and family functionality.\n\nPayments that you have not sent using your PayPal account.\n\nItems intended for resale, including single item transactions or transactions that include multiple items.\n\nNone of these descriptions of purchases describe what I purchased from XXXX. \n\nTransaction Eligibility for PayPals Purchase Protection Program To be eligible for PayPal Purchase Protection you must meet all of the following requirements : Have a PayPal account in good standing. - As I did before my account was wrongfully limited.\n\nPay for the eligible item from your PayPal account.\n\nAttempt to contact the seller to resolve your issue directly before filing a claim through the Resolution Center. - As I did and there is documented evidence of such.\n\nRespond to PayPals request for documentation and other information within the time requested. - As I did and there is documented evidence of such.\n\nOpen a dispute in theResolution Centerwithin theapplicable timeframeand follow our online dispute resolution process. - As I did and there is documented evidence of such.\n\nNot have received a recovery or agreed to an alternative resolution related to your purchase from another source. - As I have not received any other form of resolution from the seller XXXX. \n\nHere is also the AUP policy that I will also be going one by one detailing how none of these violations would apply to me as it can be clearly seen I have not committed any of these offenses.\n\nProhibited Activities You may not use the PayPal service for activities that : violate any law, statute, ordinance or regulation. - All I have purchased is XXXX and using my XXXX XXXX XXXX for store purchases or sending funds to family. \nrelate to transactions involving ( a ) narcotics, steroids, certain controlled substances or other products that present a risk to consumer safety, ( b ) drug paraphernalia, ( c ) cigarettes, ( d ) items that encourage, promote, facilitate or instruct others to engage in illegal activity, ( e ) stolen goods including digital and virtual goods, ( f ) the promotion of hate, violence, racial or other forms of intolerance that is discriminatory or the financial exploitation of a crime, ( g ) items that are considered obscene, ( h ) items that infringe or violate any copyright, trademark, right of publicity or privacy or any other proprietary right under the laws of any jurisdiction, ( i ) certain sexually oriented materials or services, ( j ) ammunition, firearms, or certain firearm parts or accessories, or ( k ) certain weapons or knives regulated under applicable law. - Dear God, No. Once again only XXXX and XXXX XXXX used. And I will gladly provide my cashapp transactions if needed to prove that as well. \nrelate to transactions that ( a ) show the personal information of third parties in violation of applicable law, ( b ) support pyramid or ponzi schemes, matrix programs, other \" get rich quick '' schemes or certain multi-level marketing programs, ( c ) are associated with purchases of annuities or lottery contracts, lay-away systems, off-shore banking or transactions to finance or refinance debts funded by a credit card, ( d ) are for the sale of certain items before the seller has control or possession of the item, ( e ) are by payment processors to collect payments on behalf of merchants, ( f ) are associated with the sale of traveler 's checks or money orders, ( g ) involve currency exchanges or check cashing businesses, ( h ) involve certain credit repair, debt settlement services, credit transactions or insurance activities, or ( i ) involve offering or receiving payments for the purpose of bribery or corruption. - Once again only XXXX and XXXX XXXX used. And I will gladly provide my cashapp transactions if needed to prove that as well. \ninvolve the sales of products or services identified by government agencies to have a high likelihood of being fraudulent. - Once again only XXXX and XXXX XXXX used. And I will gladly provide my cashapp transactions if needed to prove that as well. \nrelate to transactions involving any activity that requires pre-approval without having obtained said approval. - Once again only XXXX and XXXX XXXX used. And I will gladly provide my cashapp transactions if needed to prove that as well. \n\nI primarily use my PayPal for XXXX XXXX and XXXX transactions. In addition, my PayPal is authenticated and connected to Cash App where I receive occasional income from Cash App Deposits. Everything I do on PayPal is completely legitimate. \n\nHere are several examples of recent transactions : XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Why This Closure Was Wrongful and Retaliatory : XXXX. All My Disputes Were Legitimate and Within Policy : I filed claims under Significantly Not As Described and Item Not Received, both of which fall squarely under the eligible scenarios laid out in PayPals own Buyer Protection Program ( XXXX XXXX XXXX XXXX  ). My dispute centered around an empty package being deliveredan issue supported by a police report filed with the XXXX XXXX XXXX. This scenario is explicitly outlined in the Buyer Protection policy as a qualifying reason for a refund.\n\n2. I Did Not Abuse Buyer Protection : According to PayPals policies, a buyer may file a dispute if : The item is materially different from what was ordered.\n\nThe order arrives missing items.\n\nThe order never arrives at all.\n\nThe item is damaged, unusable, or counterfeit.\n\nThese precisely describe my situation. None of my claims were speculative or excessive. I provided timely documentation and responded to every request. At no point did I file a dispute that fell outside the boundaries of the Buyer Protection terms. I\nwas told over the phone by PayPals own representatives that if the seller did not respond within XXXX  days, my case would be decided in my favor. The seller ( XXXX ) did not respond. I was wrongfully punished for requesting what I was promised.\n\n3. Account Termination Only Occurred After Filing a CFPB Complaint : My account was not under review, limited, or flagged in any way prior to the filing of my original CFPB complaint. Within XXXX hours of submission, I received notice that my account was terminated. This strongly suggests retaliatory intent. It sends the disturbing message that exercising ones right to file a complaint with the CFPB could result in being banned from a financial platform without warning. \nXXXX. I Have Not Violated the Acceptable Use Policy ( AUP ) : I reviewed the AUP carefully ( XXXX XXXX XXXX? XXXX ) and found no clausenonethat would implicate my PayPal activity. I do not engage in any restricted transactions or activities. I use PayPal almost exclusively for XXXX purchases and occasional transfers to my verified Cash App account. \n\nThese are not abuse, fraud, or illicit use. They are personal, traceable, and legitimate. \n\n\n\nConclusion : I believe I am being wrongfully accused of violating the AUP and PayPals Buyer Protection system, or whatever may be the reason. Not only have I followed the rules, I have gone above and beyond to cooperate : providing police reports, item descriptions, and full documentation. In return, I have been met with silence, mistreatment, and now account termination following a legally protected CFPB complaint.\n\nI respectfully request : Immediate reinstatement of my PayPal account.\n\nRestoration of access to pending disputes.\n\nA formal investigation into potential retaliatory action by PayPal in response to my initial CFPB filing. \n\nIf this complaint is not resolved, I am prepared to pursue further escalation through all legal and consumer protection avenues.","date_sent_to_company":"2025-04-25T10:09:51.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"77045","tags":null,"has_narrative":true,"complaint_id":"13176252","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-04-25T09:40:03.000Z","state":"TX","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["relate to transactions that ( a ) show the personal information of third parties in violation of applicable law, ( b ) support pyramid or ponzi schemes, matrix programs, <em>other</em> \" get rich quick '' schemes or certain multi-level marketing programs, ( c ) are associated with purchases of annuities or lottery contracts, lay-away systems, off-shore banking or transactions to finance or refinance debts funded by a <em>credit</em> <em>card</em>, ( d ) are for the sale of certain items before the seller has control or possession"]},"sort":[5.197834,"13176252"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":10,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":10}]}},"product":{"doc_count":10,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card or prepaid card","doc_count":4,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose 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